[Jira Service Desk Day 2018] How to Improve Your Customer's Journey Through Jira Service Desk
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At Jira Service Desk Day 2018 in San Francisco, our own Senior Atlassian Apps Manager Kate Pawlak showed some advanced possibilities of customising Jira Service Desk on each step of the customer journey – from the Help Center homepage, through request forms, up to submitting feedback upon successful ticket resolution. She presented the solutions being used by over 2,700 teams around the world (including Airbnb, Airbus, Apple, Cisco or Spotify) to ensure their customers excellent user experience.
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[Jira Service Desk Day 2018] How to Improve Your Customer's Journey Through Jira Service Desk
- 2. How to improve your customer's journey through Jira Service Desk KATARZYNA PAWLAK | SENIOR ATLASSIAN APPS MANAGER
- 6. 6 HELPCENTER–SERVICEDESKPROJECTS NEED: I would like to limit the access to service desk project for specified Jira group
- 7. CONFIGURATION HELPCENTER–SERVICEDESKPROJECTS DEFINE FOR WHOM THE ONE SELECTED SERVICE DESK PROJECT SHOULD BE VISIBLE
- 9. 9 CUSTOMERPORTAL–REQUESTTYPES NEED: I would like to limit the access to request types for specified Jira group
- 10. CONFIGURATION CUSTOMERPORTAL–REQUESTTYPES DEFINE FOR WHOM THE ONE SELECTED REQUEST TYPES SHOULD BE VISIBLE
- 12. 12 CUSTOMERPORTAL–REQUESTTYPES NEED: I wouldn’t like to scroll the long list of request types
- 13. 13 SPLIT COLUMN CUSTOMERPORTAL–REQUESTTYPES DIVIDE LONG LIST INTO TWO COLUMNS
- 14. 14 HELPCENTER/CUSTOMERPORTAL NEED: I wouldn’t know where I can find more information
- 18. REQUEST FORM 18
- 19. 19 REQUESTFORM–DYNAMICFORMS NEED: I would like to see only the fields / custom fields that are really necessary
- 20. CONFIGURATION REQUESTFORM–DYNAMICFORMS DISPLAY FIELDS DEPENDING ON THE OPTION FROM THE MASTER FIELD
- 23. 23 REQUESTFORM–FIELDSVISIBILITY NEED: I would like to limit the access to fields / custom fields for specified Jira group
- 24. CONFIGURATION DEFINE FOR WHOM THE ONE SELECTED FIELD SHOULD BE VISIBLE REQUESTFORM–FIELDSVISIBILITY
- 26. 26 REQUESTFORM–REMOVENONE NEED: I would like to remove the option ‘None’ from the list
- 27. CONFIGURATION REQUESTFORM–REMOVENONE SELECT THE FIELDS FOR WHICH THIS FUNCTION WILL BE ENABLED
- 28. 28 NEED: I would like to set the fields requirement REQUESTFORM–REQUIREDFIELDS
- 29. CONFIGURATION DEFINE FOR WHOM THE ONE SELECTED FIELD SHOULD BE REQUIRED REQUESTFORM–REQUIREDFIELDS
- 30. 30 REQUIRED FIELDS Jira groups: customers-standard customers-VIP Jira groups: customers-business REQUESTFORM–REQUIREDFIELDS
- 32. 32 REQUESTDETAILVIEW–REQUESTTYPES NEED: I would like to know what is going on
- 34. CONFIGURATION DEFINE REQUEST TYPES WITH THEIR HIDDEN FIELDS REQUESTDETAILVIEW–FIELDSVISIBILITY
- 36. CONFIGURATION DEFINE WHAT INFORMATION SHOULD BE VISIBLE ON THE REQUEST REQUESTDETAILVIEW–ISSUELINKS
- 38. 38 REQUESTDETAILVIEW–SHOWASSIGNEE CHECK WHO IS CURRENTLY ASSIGNED TO YOUR REQUEST CONTACT ASSIGNED PERSON DIRECTLY BY AN E-MAIL
- 40. 40 REQUESTDETAILVIEW–REMOVEPARTICIPANTS NEED: I would like to block removing participants
- 41. CONFIGURATION REQUESTDETAILVIEW–REMOVEPARTICIPANTS SELECT THE REQUEST TYPES FOR WHICH THIS FUNCTION WILL BE ENABLED
- 43. 43 REQUESTDETAILVIEW–SHOWATTACHMENTS NEED: I would like to download all files with one click
- 44. 44 REQUESTDETAILVIEW–SHOWATTACHMENTS DOWNLOAD ALL FILES WITH ONE CLICK
- 45. 45 JIRASERVICEDESK–CUSTOMER’SJOURNEY 01 02 03 Help Center Request Detail View Request Form E X T E N S I O N F O R J I R A S E R V I C E D E S K
- 46. “ 46 Often enough, it’s the imperfect software that goes on to solve the world’s problem, since the imperfect is more flexible. Being imperfect, by definition, leaves some room for improvement. source: Article from Medium “Stop future proofing software”
- 47. Thank you! katarzyna.pawlak@deviniti.com KATARZYNA PAWLAK SENIOR ATLASSIAN APPS MANAGER